Demonstrated strong work ethic and self-motivation with a commitment to continuous learning and exceeding company and personal objectives. Proficient in computer skills, prioritizing meeting deadlines, and excelling in collaborative environments. Recognized for reliability and adaptability, serving as a valuable asset in any work setting.
Hi, I’m
Lauren Manns
Richmond,VA
Summary
Overview
19
years of professional experience
Work History
Witt O’Brien’s
Quality Control Analyst
08.2021 - 05.2025
Job overview
- Act as a member of the Landlord Liaison team, reaching out to landlords to request required documentation
- Enhance email template that is used to send to landlords requesting required documentation
- Complete special assignments delegated by Upper Management
- Create a one-page Job Aid for the Landlord Liaison position
- Contribute to the creation of the Payment Resolution Specialist role
- Work closely with the Finance Team to resolve any payment issues
- Contact landlords who have had payments open for over 30 days but have not showing as being cashed
- Verify information provided by landlords is correct prior to requesting payment reissue
Iowa Homeowner Assistance Fund (IHAF) Project
07.2023 - 09.2023
Job overview
- Review documents submitted by applicants needing assistance with mortgage and utilities
- Review documents for quality and pushed through or deny as needed
- Make daily calls to applicants who have not completed their application to see if they were still in need of assistance
- Complete special assignments delegated by Upper Management
- Aid teammates, as needed, throughout the project
Kansas Homeowner Assistance Fund (KHAF) Project
04.2022 - 07.2023
Job overview
- Provide the final review of documents provided by homeowners in the state of Kansas who have applied for mortgage assistance due to Covid-19 hardships
- Act as a member of the Final Disposition Team, approving and denying applications for funding
- Complete special assignments delegated by Upper Management
- Assist with the creation of the Job Aid for the position
- Stand in as Acting Team Lead for a team of 10+ employees
- Aid teammates, as needed throughout the project
- Contact Loan Servicers to ensure all documentation provided by homeowner is complete and accurate prior to completing the review of the application
- Recommend the creation of and establish a way to openly communicate with Loan Servicers who did not understand how to complete the necessary documentation once payments were received
- Hold recurring meetings with Loan Servicers to walk them through the steps required to complete the necessary documentation once payments were received
- Monitor e-mail inbox specified for Loan Servicers when they needed to contact the KHAF team with any questions
West Virginia Mountaineer Rental Assistance Program (WVMRAP) Project
08.2021 - 04.2022
Job overview
- Provide the final review of documents provided by residents renting in the state of West Virginia who have applied for assistance due to Covid-19 hardships
- Assist Case Managers in obtaining documentation that may be missing from Tenant or Landlord/Property Manager
- Complete special assignments delegated by Upper Management
- Aid new team members as they onboard the West Virginia project
- Stand in as a temporary Team Lead for a team of 15+ new hires to the project
- Provide light training to new team members as they join the project
- Attempt outreach as necessary to obtain and verify required documentation for each individual application
Bowhead Support Group, LLC
Business Analyst, Senior
10.2019 - 05.2021
Job overview
- Contractor for DCMA in Chester, VA
- Document DAI system processes, work instructions, job aids and process flows
- Assist Government Personnel with testing systems that are used on a regular basis
- Create Regression plans for B2R
- Create and review Managers’ Internal Control Process (MICP) Standard Operating Procedures (SOP)
- Assist with the testing of MICP Audit Controls for DAI
- Conduct ad hoc MICP process audits
- Create and review for Serena PMO programming system
- Answers user inquiries that have been submitted via ChangeGear regarding the DAI system to resolve issues, as needed
- Conduct training classes for New Hires on how to use DAI
- Conduct training classes for current employees who have gained the Limited Timekeeper or Supervisor Roles
- Assist with proxy roles during weekly trainings to the DCMA workforce for DAI New Hires, DAI Supervisor Users, DAI Super Timekeeper users and DAI Limited Timekeeper
- Ensure tickets that have been submitted via the Self-Service portal have been answered within a timely manner
- Create, update and review knowledge base material within ChangeGear to assist other employees who may have the same types of issues from users in the future
- Gather weekly PSR matrix information from PMO and create a weekly spreadsheet detailing any changes that may have occurred with the ticket numbers during the week
- Attend weekly training sessions on new system that will be used by agency and train team on how system is used
Mocha Moms, Inc.
Public Relations and Social Media Chair
08.2018 - 12.2020
Job overview
- Richmond, Virginia Chapter Board Member
- Establish and maintain cooperative relationships with representatives of community, consumer and public interest groups
- Update and maintain content posted on social media sites (Facebook, Instagram)
- Maintain the Public Relations communication
- Arrange public appearances and exhibits to help increase service awareness and promote goodwill
- Consult with local agencies to arrange promotional campaigns in different types of media for the organization
- Meet with local business owners to see how our businesses may be able to work together to uphold the Mocha Moms’ motto: Sisterhood, Support and Service
Tuba Group
Business Analyst, Senior
08.2019 - 10.2019
Job overview
- Contractor for DCMA in Chester, VA
- Document DAI system processes, work instructions, job aids and process flows
- Create Regression plans for B2R
- Conduct quarterly reviews of DD2875 reconciliations
- Conduct monthly reviews and submissions of former Agency employees with Active User Accounts
- Create and review Managers’ Internal Control Process (MICP) Standard Operating Procedures (SOP)
- Conduct ad hoc MICP process audits
- Answers user inquiries that have been submitted via ChangeGear regarding the DAI system to resolve issues, as needed
- Conduct training classes for New Hires on how to use DAI
- Conduct training classes for current employees that have been granted access with the Limited Timekeeper or Supervisor Roles
- Assist with proxy roles during weekly trainings to the DCMA workforce for DAI New Hires, DAI Supervisor Users, DAI Super Timekeeper users and DAI Limited Timekeeper
- Ensure tickets that have been submitted via the Self-Service portal have been answered within a timely manner
- Create, update and review knowledge base material within ChangeGear to assist other employees who may have the same types of issues from users in the future
Defense Contract Management Agency
Financial Management Analyst
04.2018 - 08.2019
Job overview
- DAI Remediation Team
- Resolve corrective action plans that were created due to the results and findings from independent auditors
- Facilitate the development and publication of agency business area manuals.
- Research, analyze and action the internal control gaps within the DCMA.
- Assist in facilitating weekly writing workshops for the DCMA’s Stewardship Manual Writing assignment
- Serve as a project team member for DCMA’s Stewardship Manual Writing assignment
- Review document content and formatting to ensure the alignment of the guidelines outlined by the Policy Issuance Procedures prior to being sent to the Director of DCMA for approval and eventually publication
- Assisted in the coordination of the Acquire to Retire (A2R) manual
- Knowledgeable of the Defense Agency Initiative (DAI) Timekeeping system
- Update weekly slides which provide team updates on tasks at hand
- Create Spend Plan overview for numerous departments ahead of meeting with Agency’s Director
Tuba Group
Business Analyst, Junior
09.2017 - 04.2018
Job overview
- Contractor for DCMA in Chester, VA
- Answer user inquiries that have been submitted via ChangeGear regarding the DAI system to resolve issues
- Review manuals and speak with system users to investigate and resolve issues to provide technical assistance and support
- Assist with proxy roles and facilitate weekly trainings to the DCMA workforce for DAI New Hires, DAI Supervisor Users, DAI Super Timekeeper users and DAI Limited Timekeepers
- Assist senior management with managing requests that come to their mailboxes
- Ensure tickets that have been submitted via the Self-Service portal have been answered within a timely manner
- Create and update knowledge base material within ChangeGear to assist other employees who may have the same types of issues from users in the future
NES Associates, LLC
Functional Analyst
02.2016 - 09.2017
Job overview
- Manage a portfolio of systems and applications for migration into the cloud; ensured all project phases and milestones were completed in consideration of the client’s time, cost and scope constraints
- Work closely with senior management to ensure all deliverables were completed within the specifications of the contract
- Led weekly SCRUM meetings with a multidisciplinary team to ensure work was coordinated and tracked in fulfillment of the project’s deliverables
- Serve as a member of the project team’s documentation Configuration Control Board; ensured all project deliverables were baselined and changes tracked in accordance with contract requirements
- Serve as a member of the project team’s documentation Configuration Control Board; ensured all versions of the Army Application Pre-Assessment software was synchronized through all life cycle phases and that the team maintained a consistent and synchronized change process
- Oversee and complete special assignments from senior management as assigned
SunTrust Mortgage, Inc.
Foreclosure Case Reviewer
07.2014 - 02.2016
Job overview
- Collect and analyze information from a variety of sources to determine the value proposition for capabilities designated to migrate from a physical to various virtual hosting options
- Assist in defining the metrics of performance and effectiveness, reviewing the current architecture and collecting requirements for software migration
- Assist capability owners throughout the migration process, making sure all of the correct steps are taken
SunTrust Mortgage, Inc.
Foreclosure Case Manager
10.2013 - 07.2014
Job overview
- Became a Full-Time employee
- Ensure all documentation for paralegals and lawyers comply with appropriate rules and regulations
- Initiate foreclosure document packets based on type of lawsuit being filed to make it easier for paralegals or lawyers to meet court date deadlines
- Conduct follow up with clients to validate their information is correct
- Manage special assignments from senior management
Special Counsel
Foreclosure Case Manager
03.2013 - 10.2013
Job overview
- Contractor for SunTrust Mortgage, Inc in Richmond, VA
- Ensure all documentation for paralegals and lawyers comply with appropriate rules and regulations
- Initiate foreclosure document packets based on type of lawsuit being filed to make it easier for paralegals or lawyers to meet court date deadlines
- Conduct follow up with clients to validate their information is correct
- Manage special assignments from senior management
DriveTime Credit Corporation
Loan Advisor
12.2011 - 12.2012
Job overview
- Assist delinquent customers in bringing accounts current in a timely manner
- Collect payments from delinquent customers via telephone
- Process paperwork for modifications to delinquent customer initial loan’s with DriveTime
NCO Customer Services, Inc.
Customer Service Representative
09.2010 - 12.2011
Job overview
- Track customers’ packages using UPS automated tracking systems
- Consult with customers via telephone to provide information, answer questions and resolve problems or disputes
- Refer unresolved customer grievances to designated departments for further investigation
- Complete special assignments as necessary for UPS customers and NCO Customer Services, Inc.
Virginia Department of Taxation
Customer Service Representative-Tax Amnesty
09.2009 - 12.2009
Job overview
- Assist customers who were delinquent in state tax payments come up with solutions to pay taxes back without consequences
- Inform customers of years that had delinquent payments and thoroughly explained to them what may have caused them to be delinquent
- Explain to residents the breakdown of how the Amnesty period worked, including waived interest and late fees
- Take payments by check or credit card over the phone
The Peace Times
Staff Writer
01.2008 - 05.2009
Job overview
- Report and write news stories for publication or broadcast
- Arrange interviews with news sources
- Edit documents following prescribed editorial style and formatting guidelines
- Review/evaluated notes taken on event aspects to isolate pertinent facts and details
William Peace University
Resident Assistant
08.2006 - 05.2009
Job overview
- Manage dormitory residents throughout the school year
- Develop programs and provide peer counseling
- Serve as a liaison between students and campus administrators
- Serve as a student ambassador/representative for the students to the faculty/staff
- Work to ensure the safety of the campus environment for students
- Promoted to Head Resident Assistant. Position included conducting staff meetings, assisting Resident Assistants with developing programs, assisted with administrative tasks, and rotating duty with another Head RA and Hall Director
Education
William Peace University FKA Peace CollegeRaleigh, NC
Bachelor of Science from Mass Communication
05-2009
University Overview
Skills
- Cultural awareness
- Microsoft office expertise
- Positive and professional
- Customer relations
- Multitasking and organization
- Team collaboration
- Advertising and marketing
- Social media management
- Internal communications
- Proofreading
- Media relations
- Brand promotion
- Public relations
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Iowa Homeowner Assistance Fund (IHAF) Project
07.2023 - 09.2023
Kansas Homeowner Assistance Fund (KHAF) Project
04.2022 - 07.2023
Quality Control Analyst
Witt O’Brien’s
08.2021 - 05.2025
West Virginia Mountaineer Rental Assistance Program (WVMRAP) Project
08.2021 - 04.2022
Business Analyst, Senior
Bowhead Support Group, LLC
10.2019 - 05.2021
Business Analyst, Senior
Tuba Group
08.2019 - 10.2019
Public Relations and Social Media Chair
Mocha Moms, Inc.
08.2018 - 12.2020
Financial Management Analyst
Defense Contract Management Agency
04.2018 - 08.2019
Business Analyst, Junior
Tuba Group
09.2017 - 04.2018
Functional Analyst
NES Associates, LLC
02.2016 - 09.2017
Foreclosure Case Reviewer
SunTrust Mortgage, Inc.
07.2014 - 02.2016
Foreclosure Case Manager
SunTrust Mortgage, Inc.
10.2013 - 07.2014
Foreclosure Case Manager
Special Counsel
03.2013 - 10.2013
Loan Advisor
DriveTime Credit Corporation
12.2011 - 12.2012
Customer Service Representative
NCO Customer Services, Inc.
09.2010 - 12.2011
Customer Service Representative-Tax Amnesty
Virginia Department of Taxation
09.2009 - 12.2009
Staff Writer
The Peace Times
01.2008 - 05.2009
Resident Assistant
William Peace University
08.2006 - 05.2009
William Peace University FKA Peace College
Bachelor of Science from Mass Communication
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